Najeema White
Columbia ,SC
Summary
Adept Customer Service Representative with a proven track record for enhancing customer loyalty through empathetic complaint resolution and effective conflict management. Skilled in critical thinking and Microsoft Office, I excel in high-pressure environments, significantly improving customer satisfaction and retention. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
TTEC
10.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Recommended improvements in products, services or billing methods to prevent future issues.
- Supporting advocates via teams chat, Maintains excellent records of those interactions.
- Claims Processing
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
TD Bank
06.2019 - 09.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website, using company products.
- Fraud detection.
Customer Service Representative
Verizon
10.2013 - 06.2019
- Followed up with customers regarding products functionality and overall satisfaction.
- Provided account information to customers and explained bill service policies and customer rights.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Concierge/Dietary Aide
Willow Creek Rehabilitation and Care Center
01.2009 - 06.2019
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Assisted residents and guests with meal planning.
- Meal prepping and light cooking.
Education
Midlands Middle College
Columbia, SCHigh School Diploma -
Bordentown Regional High School
Bordentown, NJ06.2007
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Data Entry
- Word, Excell, Microsoft Office
- Live Chat Support
- Money handling abilities
- Complaint Handling
- Payment Processing
- Call Center Operations
- Follow-up skills
- Order Processing
- Quality Control
- Conflict Resolution
Timeline
Customer Service Representative
TTEC
10.2022 - Current
Customer Service Representative
TD Bank
06.2019 - 09.2022
Customer Service Representative
Verizon
10.2013 - 06.2019
Concierge/Dietary Aide
Willow Creek Rehabilitation and Care Center
01.2009 - 06.2019
Midlands Middle College
High School Diploma -
Bordentown Regional High School
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